Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day
Overview of the role Manage and control the Home Delivery Department which comprises of Merchandise Pick Up, Home Delivery Desk, Back Office and Loading Bay. The prime function is to effectively organise and manage human, technical and commercial resources in order ensure achievement of customer satisfaction and company objectives with a strong customer orientation and a service orientated approach.
What you will do CUSTOMERS

• Provide a positive Home Delivery Service to all customers
• Develop and monitor the customer complaints system and various logs in regards to home delivery to ultimately improve overall service
• Raise the company’s visibility of competitors through periodical monitoring of the local market

OPERATIONS

• Management of the Home Delivery Area in order to maximise storage space and efficiencies in delivery times for customers
• Maintenance of essential equipment ensuring available and in good working order
• Direct the activities of the Customer Service Assistants to achieve level deliverables that should ultimately lead to efficient and delivery and assembly service
• Optimise job allocation thus minimizing lead times and interacting with other departments to secure smooth operations
• Maintain quality service of external suppliers which should also include periodic home visits to verify satisfaction
• Develop and maintain policies and procedures that secure a safe environment for co-workers and customers, across the loading bay and desk areas, including fire safety
• Safeguarding Home Delivery assets and curtailing losses as a result of direct theft or administrative irregularities

FINANCIALS

• Review and monitor daily and monthly KPIs and analyse reports on various measurable factors against benchmarked figures (i.e. manpower productivity, etc). Working with the team to create meaningful actions to achieve agreed goals
• Duty Management – in conjunction with the rest of the Store Management team support the Duty management rota ensuring that there is adequate support and cover for co-workers and customer alike
• Provide support for the CRM function
• Work alongside B2B in order to manage Delivery expectations.
• Drive productivity goals in order to reduce feed time

PEOPLE MANAGEMENT & DEVELOPMENT

• Manpower planning. Prepare plans, set productivities and supervise the maintenance team to ensure highest levels of work efficiency within the budgeted productivities, motivation and control all the budgeted cost
• Conduct Performance development reviews and develop/create action plans based on the outcomes for the HSM team
• Recruit and retain great staff by ensuring their competence and effective training to promote best working practices

Required skills to be successful

• Change Management
• Organizational Development
• Management Development
• Performance/Compensation Management
• Recruitment & Selection
• Employee Relations
• Mentoring/Coaching
• Human Capital Metrics
• Analytical skills, financial modeling skills, good communication skills and problem-solving skills

What equips you for the role

• Must have a minimum of 5-7 years Home Delivery management experience, retail preferred
• Must have strong mediation and counselling skills
• Must have strategic, analytical and tactical abilities
• Must have deep knowledge of local laws and regulations concerning the labour market
• Must have the ability to acquire and analyse local market demographics as well as economic and labour market conditions
• Must be computer literate

About Al-Futtaim Retail Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…